Johnson Ong Chee Bin: August 2013

Friday, 30 August 2013

The Customer Happiness DNA at the Office of Estate & Development

Mr. Johnson Ong Chee Bin designed and facilitated a 1-day workshop on "The Customer Happiness DNA" for the Office of Estate & Development at the National University of Singapore. Five sessions of the workshop were held on 22, 23, 26, 28 and 29 August 2013. The workshop was attended by 160 staff members from the department.

The workshop focused on the concept of the Customer Happiness DNA, which is a holistic approach for delivering happiness to employees, customers and the community through happy mind, happy heart, happy habits and happy culture.

The need for a customer happiness strategy

Planning customer happiness for a process

Understanding the internal-external customer happiness effect

Learning how to meditate

Wednesday, 7 August 2013

AUN-QA Assessors Training Workshop for Vietnam National University - Ho Chi Minh City (VNU-HCM)

The “AUN-QA Assessors Training Workshop” was organised for senior leaders and senior members of the Quality Assurance Offices of VNU-HCM by the AUN Secretariat. The 3-day workshop was held from 31 July - 2 August 2013 in Bangkok, Thailand.

The workshop aims to equip participants with the essential competencies of becoming an AUN-QA assessor. At the end of the workshop, participants learn to:

Apply the PDCA approach in quality assessment;
Make preparation for a quality assessment;
Conduct a desktop assessment for a programme;
Conduct a site assessment including stakeholders’ interviews, site tour and documentation review;
Write assessment feedback, presentation and report; and
Apply strategic change management

The workshop was designed and facilitated by Mr. Johnson Ong Chee Bin, AUN-QA Expert (Singapore) and attended by 16 participants from VNU-HCM.

Participants sharing the past, present and future trends of higher education

Experiential learning of strategic change management

AUN-QA Quality Assessment at VNU-HCM Review Conference

The Vietnam National University-Ho Chi Minh City (VNU-HCM) organised a conference on 26 July 2013 to review and share its experience on the AUN-QA quality assessment of educational programmes from 2009-2013.

Associate Professor Dr. Nantana Gajaseni, Executive Director of ASEAN University Network (AUN) and Mr. Johnson Ong Chee Bin (AUN-QA Expert) were invited to speak at the conference. The conference was attended by representatives from the Ministry of Education & Testing (MOET), VNU-HCM member universities and other universities in South Vietnam.

Mr. Johnson Ong Chee Bin shared with the audience about "How to have a good preparation for AUN actual quality assessment" and "Conditions to implement quality assessment at programme level" at the Talkshow and Discussion session.

More information about the conference can be found at http://www.vnuhcm.edu.vn/?ArticleId=2197165b-3f94-498f-be49-803a3847e0b1

Source: VNU-HCM

The Customer Happiness DNA (3rd Run)

In the emerging happiness economy, leading happiness-centric organisations have espoused values in nurturing a culture in delivering happiness to their employees, customers and the community.

How can an organisation go about delivering happiness to its employees, customers and the community? This question was discussed and answered at the 3rd run of "The Customer Happiness DNA" workshop held at the National University of Singapore for non-academic staff on 22-23 July 2013. The workshop focused on the concept of the customer happiness DNA, which is a holistic approach for aligning and internalising individual’s attitude, emotions and habits to deliver happiness in customer experience.

At the workshop, participants learn to:

Appreciate the raising importance of customer happiness in an experience-centric economy;
Understand the types and dimensions of customer happiness;
Understand the impact of attitude on customer happiness;
Understand, manage and add emotional value to customer happiness; and
Apply the customer happiness DNA to deliver happiness in customer experience